Fixed Term - Courier Advisor

THG Ingenuity; Northwich; On-site; GBP 18,000 - 24,000; Full time

Benefits offered by this job

Birthday off

Bank holidays included

Volunteering days

In-house medical services

On-site gym

Staff discounts

Tech salary sacrifice

Staff shop

Employee referral bonus

Anniversary gifts

Job summary

THG Ingenuity is seeking a Courier Team Advisor on a fixed-term basis (3–6 months) to provide second-line support for delivery-related enquiries across all brands. You will liaise with courier partners, investigate issues, and provide timely updates with a customer-first approach.

Working Monday to Friday 8am-4pm, with some weekend shifts as required, you will resolve tickets, maintain SLA, and help continuously improve our delivery service.

Qualifications

• Clear verbal and written communication with customers and courier partners.
• Strong listening skills to understand customer needs.
• Professional, friendly and customer-focused approach.
• Attention to detail and high-quality work.
• Ability to manage multiple priorities in a fast-paced environment.

Responsibilities

• Manage and resolve delivery-related tickets raised by Customer Service Advisors and Self-Service Clients.
• Arrange parcel collections with courier providers · Monitor and follow up on ongoing investigations, providing regular updates until resolution.
• Meet departmental SLA and service level agreements while maintaining high standards of productivity.
• Strive to achieve first-contact resolution wherever possible, delivering a seamless customer experience.
• Provide support with customer enquiries when required, ensuring a professional and customer-focused approach.
• Identify recurring delivery issues, elevate trends to courier partners, and contribute to continuous service improvement initiatives.
• Process courier claims and exception cases accurately and within agreed service levels.

Skills

Communication skills

Active listening

Customer focus

Attention to detail

Organization

Adaptability

Punctuality

Resilience

Problem solving

Job description

About THG Ingenuity

THG Ingenuity is a fully integrated digital commerce ecosystem, designed to power brands without limits. Our global end-to-end tech platform is comprised of three products: THG Commerce, THG Studios, THG Fulfilment.

Each represents a single, unified solution, overcoming challenges and taking brands direct-to-consumer. Our client portfolio includes globally recognised brands such as Coca-Cola, Nestle, Elemis, Homebase, and Proctor & Gamble.

What’s the role?

Title: Fixed Term - Courier Advisor Contract Type: 3 - 6 months (Dependant on business requirements) Shifts – Monday - Friday 8am-4pm with a 1-4 weekend

As a Courier Team Advisor, you will play a key role in delivering an outstanding customer experience by providing second-line support for delivery-related enquiries across all brands. Acting as the link between our customers and courier partners, you will investigate delivery issues, liaise directly with courier providers, and provide timely updates and effective resolutions. Your ability to communicate clearly, solve problems efficiently, and manage cases with empathy and professionalism will be essential to ensuring every customer receives the highest level of service. You’ll receive comprehensive training and ongoing support, equipping you with the knowledge and confidence to handle a wide range of delivery queries while developing your customer service and problem-solving skills. At THG, the customer journey is at the heart of everything we do. Every interaction is an opportunity to build trust, strengthen customer loyalty, and reinforce our commitment to delivering exceptional service. If you thrive in a fast-paced environment, enjoy working collaboratively, and are passionate about helping customers, we’d love to hear from you.

Key Responsibilities

• Manage and resolve delivery-related tickets raised by Customer Service Advisors and Self-Service Clients.

• Arrange parcel collections with courier providers · Monitor and follow up on ongoing investigations, providing regular updates until resolution.

• Meet departmental SLA and service level agreements while maintaining high standards of productivity.

• Strive to achieve first-contact resolution wherever possible, delivering a seamless customer experience.

• Provide support with customer enquiries when required, ensuring a professional and customer-focused approach.

• Identify recurring delivery issues, elevate trends to courier partners, and contribute to continuous service improvement initiatives.

• Process courier claims and exception cases accurately and within agreed service levels.

Role Requirements

• Excellent verbal and written communication skills, with the confidence to engage professionally with customers and courier partners

• Strong listening skills, with the ability to understand customer needs and respond effectively.

• A professional, friendly, and customer-focused approach.

• Excellent attention to detail and a commitment to delivering accurate, high-quality work.

• Strong organisational skills with the ability to manage multiple priorities in a fast-paced environment.

• A flexible and adaptable approach, with a willingness to embrace change and support the wider team.

• Reliable, punctual, and able to manage time effectively.

• Calm, patient, and resilient when handling challenging situations.

• Ability to work well under pressure while maintaining a positive attitude and high service standards.

• A proactive problem-solver with a focus on achieving the best outcome for both the customer and the business

What’s in it for you?

• 25 days’ annual leave plus bank holidays, your birthday off, and the option to buy up to 3 additional days each year.

• Enhanced maternity and paternity pay (subject to length of service), plus up to 10 days’ compassionate leave.

• Two paid volunteering days after 12 months’ service.

• Access to our in-house GP, CBT therapist, dentist, physiotherapist, and a 24/7 Bupa Employee Assistance Programme.

• State-of-the‑art on‑site gym at our Manchester offices.

• Up to 50% staff discount across THG brands.

• Save up to 12% on personal tech through our salary sacrifice scheme.

• Access to our on‑site staff shop and barber (Manchester offices).

• Earn up to £1,000 through our employee referral scheme.

• Anniversary gifts to celebrate your 5 and 10 years of service.

THG Ingenuity is proud to be a Disability Confident Committed employer. If you are invited to interview, please let us know if there are any reasonable adjustments we can make to the recruitment process that will enable you to perform to the best of your ability.

THG Ingenuity is committed to creating a diverse & inclusive environment and hence welcomes applications from all sections of the community.

Because of the high volumes of applications our opportunities attract, it sometimes takes us time to review and consider them all. We endeavour to respond to every application we receive within 14 days. If you haven’t heard from us within that time frame or should you have any specific questions about this or other applications for positions at THG Ingenuity please contact one of our Talent team to discuss further.